Partner Support Guide

This guide is designed to help you successfully launch with Payrix Pro and minimize the impact of your support workflow.

Welcome to our Partner Support Guide

As part of our ongoing commitment to the support and empowerment of our software partners, we are pleased to present this Partner Support Guide. This guide is designed as a quick reference tool to assist your merchant-facing support teams in navigating the complexities of payment processing.

Why This Guide?

Understanding the intricacies of payment infrastructure can be challenging, especially when your expertise lies in the support of your tailored software. This support guide aims to bridge that gap, providing you with direct links to our comprehensive resource center. It’s tailored to address the common issues and queries that you will face daily, from Chargebacks to Account Management, ensuring you have all the necessary tools at your fingertips.

Using the Guide

This guide is structured for ease of use and quick reference. Use the following list to access different sections in the guide:

• Chargebacks and Disputes

• Account Management

• Disbursements

• Transaction Support

• Token Transfer

• Fees

• Boarding

• Risk

• Reporting and Portal Guides

Chargebacks and Disputes

When a disagreement or problem with a purchase or payment occurs and it needs to be investigated and resolved, cardholders can file disputes with their card issuer, known as a chargeback. When the Payrix Pro platform receives a chargeback, our system will automatically deduct the amount of the disputed transaction from the merchant’s account balance or bank account until the chargeback has been resolved.

• What is a Chargeback?

• What is a Dispute?

• What are the different types of Disputes?

• How do I minimize Disputes?

• How do I respond to a Dispute?

• How do I handle Disputes using the Payrix Portal?

Account Management

The Payrix Pro Partner Portal is home to information about each of your merchants, including their business profile, bank account and disbursement information, and user permissions. When merchants need help updating or changing that information, they’ll rely on your support teams for help.

• How do I use the Management section in the left navigation panel?

• How do I manage Merchants?

• How do I manage Users?

• How do I manage Groups?

• Where can Merchants learn more about their own portal?

• How do I handle Bank Account changes?

Disbursements

Funding is a hot topic in the payment industry, and for good reason! The Payrix Pro Portal tracks payouts from a merchant’s available Payrix Pro balance to their bank account using disbursements. The ability to view, manage, and understand disbursements is integral to managing a successful payment company.

• How does funding work?

• What are same day payouts?

• How do negative disbursements work?

• What causes disbursement discrepancies?

• When can merchants expect their deposit?

Transaction Support

Both cardholders and merchants are accustomed to easy transactions with speedy approvals. When transactions aren’t approved or errors occur, merchants will call on you to help get them processing again. Remember, when transactions are declined by the issuer and your infrastructure successfully returns that response, things are working!

• What is the lifecycle of a transaction?

• What does this transaction error mean?

• Are there special considerations for different card brands?

• What is the credit card processing timeline?

• How do I run a transaction on the portal?

Token Transfer

Tokenization turns sensitive card details into a unique code called a payment token and then uses that token to process transactions rather than card details. By replacing the card details with a payment token, transactions are more secure. Creating and using tokens are the primary merchant support needs.

• What is a payment token?

• How do I import tokens from another processor to Payrix Pro?

• How do I export tokens from another processor to Payrix Pro?

• How do I create a new token?

• How do I respond to a dispute?

• How do I handle disputes using the Payrix Pro Portal?

Fees

Fees have always been a part of the card industry. Card issuers, brands, and payment companies have always charged fees to compensate them for their services. The fees that you charge need to be high enough to recoup your processing costs, but low enough to remain competitive.

• What types of credit card fees are there?

• What do the Fee Management terms mean?

• How are fees structured?

• How do I configure daily fees and gross funding?

• How do I collect on an unpaid statement?

Boarding

The Payrix Pro platform is designed to help you board your merchants with ease and efficiency. You have numerous options to board merchants, including boarding through bulk upload and white-labeled merchant sign up forms. Understanding and following boarding best practices is essential to creating the ideal frictionless environment.

• What are the boarding best practices that I should consider?

• How do I use the merchant sign-up form?

• What is the merchant boarding process

• How do I board merchants using bulk upload?

• How do I board merchants using APIs?

Risk

Every payment facilitation platform has the responsibility to underwrite the merchants that will be processing payments on that platform. With Payrix Pro, Worldpay handles the underwriting process and helps insulate you from liability associated with payment processing.

• What does the underwriting process look like?

• What documentation is needed for underwriting?

• Where can I learn more about risk?

• How does automated underwriting work?

• How do I use the Risk Management Portal?

Reporting and Portal Guides

The Payrix Pro Portal is full of valuable data that can greatly benefit merchants using your platform. Navigating the portal and interpreting the available data is crucial for merchants and might lead to support queries in case of confusion.

• Where can I find How-To Guides for the portal?

• What reports are available in the portal?

• Are there Merchant-facing portal guides?

• What do different reporting values mean?

Questions?

We realize that not every possible scenario has been addressed in this guide. Please reach out to the Payrix Pro Partner Services team, your Partners Success Manager, or the Implementations team if you need additional assistance.

Thank you for being a valued Payrix Pro Partner!